Customer Support - Multiple Shifts
Job Location : London, England, GB
Posted on : 2020-06-18
Job Description :
DescriptionAt Hopin, we’re reimagining virtual events. As the first all-in-one virtual venue for live online events, Hopin brings people together in a highly interactive and engaging online experience that feels just like an in-person event, only without the barriers. Whether it’s a 50-person meetup, or a 50,000-person conference—any type of event organizer can host a Hopin event for their attendees, speakers, sponsors, and vendors to convene, learn, and interact face-to-face online. We’re spearheading the innovative technology that is enabling people to gather online like never before.Our mission is simple: better connections for a better planet. We believe in events without limits, but events that are sustainable and accessible to everyone—and fun, too! To do this, we need passionate builders and storytellers to join us. Do you love people and technology and the magic that happens when they converge at scale? Do you have the skills and experience we’re looking for to better serve our clients? If so, we’d like to meet.We’ve recently been funded by Accel, Northzone, Seedcamp, Web Summit’s Fund, Slack Fund and a number of high-profile angel investors participated, including Supercell founder Ilkka Paananen, UiPath founder Daniel Dines, Intercom founder Des Traynor, GoCardless COO Carlos Gonzalez-Cadenas and Miro founder Andrey Khusid.The roleHopin is seeking for a new member to join our Customer Support team. This new member is someone who is personable, self-driven, passionate and ambitious! We're looking for someone with strong experience in this field, good at making decisions on the go, is helpful, supportive and a team player.We're looking for someone to cover any of the following shifts:Thursday through Monday shift APAC Time.Monday through Friday shift APAC Time.Thursday through Monday shift US CT.We're excited to be working with someone who is highly motivated, comfortable in a fast-paced start-up environment and is happy to work with a remote team. We're currently a team of 44, and you will be working within the support team.ResponsibilitiesKnow all the ins and outs of the productGuide customers through teaching them how to use Hopin and helping them troubleshoot issues through email and/or IntercomCollate customer feedback and communicate this to the product teamCommunicate clearly in writing to both technical and non-technical peopleAssist with successful on-boarding of new customersAdvise customers on how to most effectively use the platformContinue to be friendly, helpful and supportive to customersCommunicate with customers over email, phone, video call and/or intercomStrategise and make data-driven decisions to make our products betterBuild and improve our customer knowledge base and other support materialsBuild and improve our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processesQualificationsRequired:2+ years of experience in Customer Support1+ years of experience working at a B2B SaaS companyFluent English speaker with outstanding written and verbal communication skills; you have the ability to read, interpret, and clarify customers' goals, and then craft thoughtful responses to help them achieve those goalsTech Savvy - love software, tech and excited to learn new softwareAbility to teach yourself new skills and competencies, and finding answers yourselfGreat problem-solving abilities - assess all options before making a decisionExceptional organization skills - you're used to juggling multiple prioritiesHas a "can do" attitudeCan work at a fast-paced environmentPreferred:Previous experience with a video platformExperience working at an early stage startupProficiency in HTML/CSS/JSThe OfferA competitive starting salary for this role and an opportunity for bonuses as we scale. We are currently a remote team and are open to remote applications from all over the world. However, if you’re based in London you can work with the Founder, Ops and the Tech Lead in the heart of Shoreditch.